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CRM
May 2, 2005 |
The Pulse: Does your contact center provide your agents with a holistic view of your customers' interactions with the company across the enterprise? A chart depicting what percentage of CRM readers provide their agents with a complete view of customers' company interactions.   |
The Motley Fool
January 31, 2005 |
Working With Real Estate Agents Approach the relationship sensibly, and you'll both be happier. |
CRM
November 2015
Leonard Klie |
Kaybus Puts Knowledge at PlusOne's Fingertips The contact center operator's agents benefit from up-to-date info |
CRM
January 4, 2013
Aaron Taylor |
Freemium Customer Care Emphasizing personal service is key to success. As career-long customer care specialists, we've seen that one size doesn't fit all. Freemium model customer care must include a distinct approach. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
July 15, 2015
Subramaniam & Sharma |
Do You Feel Your Customers' Pain (Points)? A study finds that agent knowledge is the biggest customer service headache. Here's how to spell relief. |
CRM
August 1, 2003
Lisa Picarille |
No Means No Companies need to balance the potential of bringing in more revenue with overly aggressive tactics that might send a customer running to a rival. |
CRM
April 2010
Donna Fluss |
6 Steps to a "Greener" Contact Center What it means for the contact center to focus on the size of its carbon footprint. |
CIO
November 1, 2001
Louise Fickel |
Know-It-Alls To streamline customer service, Marconi employed a system to facilitate knowledge sharing among its tech support personnel. In the process, the roles of tech agents changed dramatically... |
CRM
January 2004
Jason Compton |
The Changing Role of the Contact Center Agent With the proliferation of online self-help and new call center technologies, agents are being asked to resolve more challenging issues or to transform themselves into salespeople. But are current agents, who primarily respond to basic service requests, right for these new roles? |
CRM
September 2007
Ian Jacobs |
Across the Universe Contact center managers have begun to examine this idea of the universal agent, agents theoretically capable of handling any contact, via any channel. |
CRM
November 2012
Leonard Klie |
Work-at-Home Solution Flies for Alaska Airlines The company maintains high standards with telecommuting agents using Envision's Click2Coach training and quality monitoring solution. |
Managed Care
September 2003 |
Forecast for injectable agents: more and higher cost Twenty injectable drugs accounted for two-thirds of the total injectable costs, excluding chemotherapy agents and vaccines, at a representative HMO with two million covered lives. And the number of injectable agents and the cost is just beginning to grow. |
CRM
June 9, 2014
Leonard Klie |
Pegasystems Releases Customer Process Manager for Insurance PCMI enables insurers to deliver consistent customer service across channels. |
CRM
July 2013
Leonard Klie |
A Matter of Time Within five days of introducing RightTime management solution from Intradiem, Vivint delivered 2,400 training and coaching sessions, all during idle time. |
CRM
July 1, 2005
David Myron |
How to...Assess Customer Satisfaction Levels by Going Beyond the Standard Satisfaction Survey Customers may not tell you when they're happy, but when they're unhappy, look out--you'll get an earful. Consider these tips for assessing customer satisfaction levels by going beyond the standard satisfaction survey. |
CRM
April 2003
David Myron |
Delivering on its Promise CRM is turning call centers into profit centers. |
CRM
September 2010
Koa Beck |
11 Tips to Conquer Contact Centers If your contact center empire feels as if it's crumbling all around you, these best practices may help you reclaim the seat of power. |
PHONE+
September 16, 2009
Lynn McCullough |
Agents Identify 7 Best Practices for Channel Managers Agents share their points of view on what can be done on a daily basis to ensure the best possible customer experience. |
CRM
December 20, 2004
Coreen Bailor |
Dedicated Call Center Agents Make a Difference Vision Improvement Technologies uses specialized telemarketers to stimulate sales results. |
CRM
November 15, 2004
Jason Compton |
How to...Train and Manage Multichannel Agents Not all agents are ideal for a demanding multichannel role, but these five steps will help contact center managers find the right agents, and give them the tools they need to make each phone call, email, and chat session a top-notch experience. |
CRM
March 2010
Lauren McKay |
The 2010 CRM Service Awards: The Service Elite - New York Life A Verint Systems deployment gives New York Life's Tampa-based contact center agents something to stick around for. |
CRM
July 1, 2005
Coreen Bailor |
On the Scene: From Cost Center To Cash Cow As contact centers are under mounting pressure to grow revenue for organizations, CSRs are being encouraged to engage in cross- and upsell opportunities. |
Insurance & Technology
November 28, 2005
Peggy Bresnick Kendler |
Higher-Tech Agents Leading experts in agent technology answer critical questions about the relationship between agents and technology. |
Insurance & Technology
July 8, 2010
Nathan Golia |
Farmers Looks to E-Readers for Agent Resources The insurer and its agents are finding that improving access to sales and training resources by putting them on e-readers improves customer service. |
CRM
July 2003
Ginger Conlon |
Using Efficiency to Create Loyalty Sporting a plethora of new modules and new functionality, Amdocs ClarifyCRM Release 12 is designed to be "an end-to-end system that will help companies develop customer loyalty," says Peter Hurst, vice president of marketing. |
Technology Research News
September 22, 2004
Kimberly Patch |
Agent Model Yields Leadership Developing teams of robots or software agents that have efficient collective behavior is an emerging field of research. One avenue involves letting agents receive advice from their acquaintances. |
Managed Care
April 2005 |
Diabetes Costs Rise, But so Does Adherence A typical health plan can expect endocrine and diabetes agents to amount to 6% to 8% of total utilization costs, with spending on these agents to increase between 11% and 15% 2005. |
CRM
June 2014
Leonard Klie |
Ovum Expects Home-Based Agents to Soar by 2017 The annual growth rate is twice that of the brick-and-mortar contact center outsourcing market. |
Insurance & Technology
July 11, 2008
Karen Pauli |
Integrated Agency Management Systems Key to Improving Agent Performance and Efficiency Agents want fully integrated systems that offer a single entry of data, a single view of the customer, and mobile and real-time functionalities. |
InternetNews
June 30, 2009
Don Reisinger |
What Apple Does Right What are Steve Jobs and company doing to maintain one of the best customer satisfaction ratings in the business? |
Insurance & Technology
February 7, 2004
Greg MacSweeney |
Employee Benefits Deal To better serve the employee benefits marketplace, Applied Systems is teaming with BenefitPoint to give agents using Applied Systems applications the ability to service benefits packages directly from their agency management systems. |
CRM
November 2011
Leonard Klie |
10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard. |
PHONE+
May 19, 2009
Cara Sievers |
Finding OpporTUNEity in Ambient Music Systems Agents should consider selling background music systems both to retail and business clients. |
CRM
December 2015
Garrison Wynn |
Do Your Call Center Agents Think They Have a Good Job? Engaged workers will feel connected to the bigger picture |
Insurance & Technology
August 10, 2006
Maria Woehr |
Fulfilling Agent Requests As part of a strategy to facilitate growth and be more competitive in commercial auto, The Hanover Insurance Group is providing its independent agents with an enhanced version of its point-of-sales system - POS Avenues Commercial Auto system. |
CRM
November 2004
Coreen Bailor |
The Underrated Differentiators Contact centers can help organizations create a significant competitive advantage. Here's how. |
PHONE+
November 23, 2009
Joslyn Faust |
Downturn Prompts Diversification of Agent Business A large number of telephony agents are taking action to represent other carriers, carry different products and services, or sell to different types of customers. |
PHONE+
January 25, 2010
Cara Sievers |
Survey Sheds Light on Indirect Channel Compensation As the country awaits an economic rebound, channel partners in the communications industry reported fairly steady revenue streams and a positive outlook on growth. |
PHONE+
May 19, 2009 |
Thinking Out of the Telecom Box To survive the recession, telecom agents need to take a long, hard look at their businesses. |
CRM
June 2015
Garrison Wynn |
The Call Center: Talk About Issues! Three observations on keeping -- and cultivating -- agent talent |
Insurance & Technology
July 11, 2008
Akhil Tripathi |
Web-Based Solutions Deliver on Agents' Tech Expectations Insurers can leverage agent portals and systems integration technology to streamline agents' workflow and improve efficiencies. |
Insurance & Technology
November 26, 2003
Julie Gallagher |
Shelby/Vesta Regains Agent Loyalty Insurance carrier puts policy management in the hands of its agents, thanks to LegaSuite tool. |
CRM
David Myron |
Five Ways to Reveal Your Customer Data Here is a list of five technologies and strategies that can help your organization gain more customer insight. |
Insurance & Technology
January 14, 2009
Peggy Bresnick Kendler |
Farmers, InsWeb Form Partnership for Farmers Fast Quote and AgentInsider Integration Leads purchased by Farmers agents through InsWeb AgentInsider will be automatically populated to the Farmers Fast Quote system. |
CRM
November 11, 2014 |
LiveOps Launches New Agent Recruitment Platform LiveOps' new platform makes it easier for Americans to apply as independent, work-at-home sales and customer service agents. |
CRM
May 2013
Donna Fluss |
Transform Your Contact Center Into an Essential Corporate Contributor Operations at risk must take a proactive approach. |
CRM
June 2005
Bailor et al. |
100 Proven CRM Ideas, Part 2 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Here are tips 51 through 100. |
CRM
February 2003
Rochelle Garner |
Just Desserts Rewarding and recognizing contact center agents is as much science as it is art. |
CRM
November 2012
Leonard Klie |
The New Measure of Customer Service Success Why some traditional performance metrics are wrong and what you need to evaluate now. |
